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SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated across 64 countries. The company uses patented rating technology to help over 25,000 organizations manage third-party risk, conduct board reporting, and support cyber insurance underwriting. Founded in 2013 and headquartered in NYC, SecurityScorecard has been recognized by Inc Magazine as a "Best Workplace" and by Fast Company as one of the World's Most Innovative Companies.
You will lead the North America Enterprise Customer Success team, owning retention, expansion, and satisfaction for the company's largest and most strategic accounts. Your responsibilities include managing a team of Customer Success Managers, developing high-touch engagement strategies including joint success planning and executive business reviews, and acting as an executive sponsor on strategic accounts to build relationships with VP and C-level stakeholders.
Key responsibilities: Own the NA Enterprise CSM team end-to-end, including strategy, retention, expansion, and executive customer relationships. Manage and refine high-touch customer success engagement through success planning, executive business reviews, health scoring, renewal playbooks, and escalation management. Champion an AI-driven approach to maximizing CSM reach and impact. Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities. Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk. Own renewal forecasting and report on team performance, portfolio health, and key CS metrics to senior leadership. Hire, onboard, and ramp new CSMs as the team scales. Champion a customer-first culture across the organization.
Required: 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team. Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV). Experience building or scaling CS processes and playbooks in a growing organization. Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships. Data-driven approach to managing a book of business, comfortable with forecasting, health scoring, and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar). Excellent coaching, communication, and cross-functional collaboration skills. Experience in SaaS, cybersecurity, or a related technical industry preferred. Bachelor's degree or equivalent experience.
Preferred: Experience with security, risk, or compliance products. Familiarity with Salesforce, Gainsight, and Slack. Background in Sales or Solutions Engineering.
